When setting up your PSA, you are prompted for board or queue statuses that can be used to define ticket workflows.
These workflow statuses facilitate the times when a ticket is submitted by an end user but needs company management approval before you proceed with the ticket. For example, an end-user orders a new phone but the owner needs to approve the request before you actually order it.
There is a checkbox under catalog item routing that once checked, sets the new ticket to the "Needs Approval" status you've defined.
The ticket appears on your board or queue with this status. It also appears in the owner/business admin ticket queue inside CloudRadial as needing approval under the Waiting tab on the Support Tickets view.
When the owner/business admin opens the ticket in CloudRadial, they will have additional options in the ticket drop down.
Then, based on their action, the ticket will show on your board with the status you've entered in the PSA setup screen above.
Typically, these workflow statuses won't exist on in your PSA by default and will need to be created in order to use the company administrator approval feature.